Voluntary Billing Practices

Cost: $2,500; published 2019

As the expectations of employers for efficient and integrated administration continue to rise, billing is one of the top aspects of administration carriers must get right to win broker and employer business. In fact, Eastbridge research suggests it is the top administrative pain point with carriers for brokers. Good enrollment capabilities and products are necessary but not enough to compete in today’s voluntary marketplace. Back-end administration — the quality and reliability of billing processes in particular — is equally important.

The purpose of the Billing Practices of Voluntary Carriers Spotlight™ Report is to provide information, by carrier, on key billing practices, including:

  • Billing and payment options
  • Standard billing modes
  • Processes for billing changes, late payments and discrepancies
  • Single billing capabilities
  • Self-administered billing practices and trends
  • Employee direct billing services and processes
  • Key challenges and future trends

With this information, carriers can evaluate their own billing practices against the competition and plan future roadmaps based on the processes and trends noted by participating carriers.

View Table of Contents

1. Executive Summary

A. Report Objectives

B. Methodology

C. Key Findings

D. Recommendations

2. Detailed Carrier Findings

A. Employer Billing Services

1. Billing in Advance/Arrears

2. Billing Frequencies

3. Electronic Deduction Files

4. Multiple Payroll Frequencies

5. Pre-tax and Post-tax Billing

B. Bill Types & Processes

1. Paper List Bills

2. Paper List Bill Delivery Date

3. Paper List Bill Organization

4. Information on the Paper List Bill

5. Changes to Invoice and Time Standards for Changes to a Paper List-Bill

6. Email List-Bill

7. Employer Notification and Changes to Invoice – Email List-Bill

8. Web/Internet Bill

9. Employer Notification and Changes to Invoice – Web/Internet Bill

10. Electronic File Exchanges

11. Types of Files Accepted and Required File Format – Electronic File Exchanges

12. Payment Reminder and Method of Sending – Electronic File Exchanges

13. Self-Bill and True-Up Process

14. Individual Records, Impact on Claims Process, Percentage of Self-Bill Accounts

C. Billing Processes and Requirements

1. Bill Requirements by Case Size

2. Bill Due Dates

3. Forms of Payment

4. Applying Premium at the Account or Employer Level

5. Premium Discrepancy Process

6. Billing for Pending Applications

7. Single Bill

8. Third-Party Billing

9. Informing Employers of Rate Changes

10. Informing Employees of Premium Changes

11. Late Payment and Lapse Process for Accounts

12. Nonpayment by Employee Process

D. Employee Direct Billing Services/Processes

1. Employee Direct Bill

2. Modes of Payment Allowed

3. Handling Transaction Fees

4. Challenges with Consumer Direct Billing

E. Trends

1. Challenges and Obstacles

2. Key Voluntary Trends




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Spotlight Report Index